Impossible to send mail from Adobe Reader DC

New Here ,
Sep 17, 2021 Sep 17, 2021

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Hello,

Since the last update, it's impossible to send email from Adobe Reader DC via Outlook 2019. We have a blank screen when we click to send mail.

See the capture


Help me please.

 

Capture2.JPG

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General troubleshooting , Share or review PDFs , Windows

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Adobe Employee ,
Sep 17, 2021 Sep 17, 2021

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Hello,

 

Thank you for reaching out and sorry for the trouble.

 

Please try relacunhing the application and machine.

Could you please confirm the Reader DC version installed on the machine?

Are you using the application on Windows or Mac? Please share th OS version.

 

 

Thanks,

Meenakshi

 

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New Here ,
Sep 17, 2021 Sep 17, 2021

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Hello,

 

Thank you for your reply.

Relaunching the application or the machine is not enough to solve the problem.

 

Adobe Acrobat Reader DC version: 2021.007.20091.
OS versions: Windows 10 Pro 21H1 and Windows Server 2016 Datacenter 1607 (RDS sessions).

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Community Beginner ,
Sep 17, 2021 Sep 17, 2021

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My whole network of 50 computers has this exact same problem after the latest windows 10 pro updates.

 

Fixed (only on some more urgent PCs) by installing an old version of adobe reader (2019).

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Adobe Employee ,
Sep 20, 2021 Sep 20, 2021

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Hello,


We apologize for the inconvenience caused to you and we are actively investigating the issue you have started facing with the latest Acrobat update.

Would like some more information from you -

1- Do you see blank view when you click on Home->My Computer or Home->Document Cloud also? 

2- Could you please check what is the folder path shown in "CEF_DIR" key at the following registry -
(if you have Adobe Reader) HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Acrobat Reader\DC\Installer or
(if you have Adobe Acrobat) HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC\Installer?

and if that folder path actually exists on your machine?

 

To check the above registry, please go to Start->type "regedit" and press <ENTER> key. This will open registry editor. 


Thanks for your patience,
-amboo

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New Here ,
Sep 21, 2021 Sep 21, 2021

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Hello,

1- No Blank view

2-the path shown in "CEF_DIR" is "C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\acrocef_32" for Adobe Reader

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Adobe Employee ,
Sep 21, 2021 Sep 21, 2021

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Wanted one more piece of information -  are you using Reader on a Win server machine?

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Community Beginner ,
Sep 21, 2021 Sep 21, 2021

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In my case: NO

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New Here ,
Sep 22, 2021 Sep 22, 2021

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Yes on Windows Server 2016 Datacenter with RDS sessions.

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Community Beginner ,
Sep 21, 2021 Sep 21, 2021

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I was able to definitively solve it like this (for now):

 

The procedure is:
- correct the adobe installation
- disable cloud saving
- restart the pc

It seems to work

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New Here ,
Sep 22, 2021 Sep 22, 2021

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Can you tell me how you disabled cloud saving? Ive been googling it for an hour and havent found anything useful and cant find the settings that are mentioned. 

Thank you

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Community Beginner ,
Sep 22, 2021 Sep 22, 2021

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Edit -> Preferences -> General -> Show Online Storage When Saving Files

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New Here ,
Sep 22, 2021 Sep 22, 2021

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Unfortunately that didnt fix it for me. It worked again for a single email then started giving errors again. It looks like I would have to do that full process between each PDF I would need to send. I did notice that in Task Manager, several instances of "Adobe RdrCEF (32-bit)" are running and eating away at CPU and Memory usage. Looks like something is wrong with its registry key causing it to hang and buffer endlessly till the program crashes after a couple minutes. This happens every time I click the email button

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New Here ,
Sep 23, 2021 Sep 23, 2021

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Idem for me. Multiple Adobe RdrCEF process and folders on the Adobe Reader install.

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New Here ,
Sep 21, 2021 Sep 21, 2021

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My whole network of 50 computers has this exact same problem after the latest windows 10 pro updates.

 

Fixed (only on some more urgent PCs) by installing an old version of adobe reader (2019).

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New Here ,
Sep 22, 2021 Sep 22, 2021

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We ave having this issue at my company as well. Multiple people across multiple departments! Also this same blank bug is happening when the user trires to save as the pdf also!

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Community Beginner ,
Sep 29, 2021 Sep 29, 2021

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definitely fixed by installing the 64bit version of Adobe Reader

 

thanks to Adobe team for support

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New Here ,
Nov 18, 2021 Nov 18, 2021

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Is there a solution on this issue? - we're haivng alot of users with this issue.
Have tried multiple things, but nothing a probally working for us. Such as, reinstallation Adobe, checking for missing updates, disable cloud savings and installed 64-bit instead of 32-bit.

All computers are fully updated to 21h1. It worked for a while, when we installed the 64-bit version, but stopped again...

 

This is very unstable, and we hope that there will be a fix soon.

 

 

 

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New Here ,
Nov 19, 2021 Nov 19, 2021

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Hello,
We also still have problems with sending it by email and saving it as (white screen). 32bits and 64bits version.

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New Here ,
Dec 13, 2021 Dec 13, 2021

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LATEST

I had the same issue with the Adobe Acrobat DC on a PC of one of our users. Tried several things, until I bumped into the following known issue on site of Adobe: "Send Mail. Problem: Not able to use Outlook's other windows while outlook Draft message window is active (launched through Send File as attachment).[3829341]".

 

So, I closed a draft message in Outlook and ... bingo ... send via email worked in Acrobat!

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